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Achieving Performance Excellence Through Transparency
In the recent push by healthcare organizations to improve their performance, there has been a tremendous and necessary focus on external customers, whether they are patients or referring physicians. In the process, complex, service-oriented industries such as healthcare risk
overlooking the needs of internal customers —the clinical departments that depend on support areas to deliver the customer experience. Effective experience management recognizes the contributions of departments such as planning and strategic support, human resources, and IT to the effectiveness of those with customer-facing roles.
overlooking the needs of internal customers —the clinical departments that depend on support areas to deliver the customer experience. Effective experience management recognizes the contributions of departments such as planning and strategic support, human resources, and IT to the effectiveness of those with customer-facing roles.
This article, written by Caryn Esten and John McKeever, showcases the lessons learned in deploying a performance excellence dashboard at Froedtert & Community Health.
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For additional information on this Experience Management article, please contact:
John McKeever
281-759-3600 x1022
Related Documents:
Tags: experience dashboard experience management experience mapping Gelb healthcare McKeever stratregic marketing
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